General Manager Operations

Purpose of Job

To deliver daily operational excellence with discipline, warmth, and precision.

The GM ensures Waterbom operates safely, smoothly, and joyfully—protecting guest satisfaction, staff morale, and the essence of the Waterbom experience

Oversees:

Guest services, Operations, Engineering, Lifeguards, F&B, Retail, Safety & Security, Housekeeping, Landscaping.

Main Duties and Responsibilities KEY RESPONSIBILITIES: Daily Operational Leadership

Oversee and manage daily operating functions.

Ensure smooth openings, shift transitions, and closings.

Maintain guest flow, queue systems, cleanliness, and safety standards.

System Execution & Discipline

Implement systems and SOP designed by the COO.

Ensure 100% consistency across all operational departments.

Identify operational gaps and elevate necessary system improvements.

Co-Leadership in Safety & Compliance

Conduct the Annual Safety Audit jointly with the COO.

Manage daily safety checks, incident response, and safety drills.

Oversee safety across slides, pools, rides, and public spaces.

People Leadership & Internal Growth Promotion

Lead, motivate, and coach frontline teams and supervisors.

Promote internal growth and identify staff with leadership potential.

Maintain morale, confidence, and discipline across teams.

Strengthen communication and coach supervisors daily.

Service Quality & Guest Experience

Maintain world‑class service quality across all touch points.

Resolve guest concerns quickly and with empathy.

Monitor guest feedback and adjust operations accordingly.

Ensure service reflects Waterbom’s emotional identity.

Minor Projects & On Time Execution

Oversee small operational projects, including counters, shading, upgrades, signage, and storage.

Ensure projects are delivered on time, within budget, and with Waterbom quality.

Coordinate with Engineering, Procurement, and Maintenance teams.

Manpower Planning & Scheduling

Oversee weekly staff scheduling and adjust for peak / off‑peak needs.

Work with HR on staffing, discipline, and welfare.

Ensure the right staffing in the right place at the right time.

Sustainability on the Ground

Execute sustainability SOP;s daily (waste sorting, water efficiency, no waste culture).

Ensure staff understand and participate in environmental practices.

Communication & Coordination

Maintain clear communication with the COO and departmental heads.

Align daily operations with HR, Engineering, Marketing, Safety & Security, and F&B.

Ensure departments work cohesively toward shared objectives.

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